Technical Support Engineer

Get To Know Us First! Interface.ai provides an Intelligent Virtual Assistant (IVA) to FIs to automate calls and customer inquiries across multiple channels and engage their customers with financial insights and upsell/cross-sell. Our IVA is transforming financial institutions’ call centers from a cost to a revenue center. Our core technology is built 100% in-house with several breakthroughs in Natural Language Understanding. Our parser is built based on zero-shot learning that helps us to launch industry-specific IVA that can achieve over 90% accuracy on Day-1. We are 160+ people strong with employees spread across India and US locations. Many of them come from ML teams at Apple, Microsoft and Salesforce in the US along with enterprise architects with over 20+ years of experience building large-scale systems. Our India team consists of people from ISB, IIMs and many who have been previous part of early-stage startups. We have grown 1800% in the last one year. Founders come from Banking and Enterprise Technology backgrounds with previous experience scaling companies from scratch to $50M+ in revenues. We have grown 1800% in the last one year & are in the top 100 fastest-growing Fintech in Silicon Valley. We are a fully remote team. Careers - LinkedIn - Rotational Shift Timings - 5:00 PM - 2:00 AM & 8:00 PM - 6:00 AM & 4:00 AM - 11:00 AM Do You Make the Cut? As a Technical Support Engineer, you will be responsible for: ● Managing the customer support department’s day-to-day functions ● Provide accurate and creative solutions to customer problems to ensure CSAT ● Facilitate calls with customers to explain/resolve/address the issues raised to technical support team. ● Perform troubleshooting, do analysis, test service flows to resolve customer’s concerns. ● Collaborate / coordinate with backend teams in identifying / resolving customer issues within the defined SLA ● Capture and document all queries / concerns via the ticketing tool / email/ calls. ● Review all open tickets weekly, share periodic updates and feedback on tickets on a regular basis. ● Escalate support cases and priority issues to management as appropriate. ● Ensure KPIs are met consistently to achieve customer experience excellence. ● Build strong cross-functional working relationships with internal teams. ● Analyze dumps, traces, logs, working experience in Node.JS/Express.JS/Hapi.js/Koa.js, 4.NoSQL DBs and Relational Database and API to discover the root of the problems reported by consumer and premier enterprise customers ● Handle escalated issues which are usually mission critical and technically complex which include providing timely updates and analysis. ● Experience working on most common CRM/Service Desk tools like JIRA, Bugzilla, Zendesk, Zoho or anything similar. ● Report on ticket inflow patterns, escalation trends, top issues, and improvement opportunities ● Readiness to work in flexible working hours/US shifts. Requirements ● Excellent communication skills (both written & verbal), ability to communicate updates, resolution in customer friendly manner. ● Experience working in a customer facing role, troubleshoot technical issues, work along with other internal teams for resolution. ● 2 to 4 years of technical support experience with product organizations ●Should have excellent analytical skills and critical thinking ability. ● Experienced working with cross functional teams within the Org. ● Extremely self-motivated, should be a fast learner. ●Experience working with on-site/virtual teams. ●Banking domain experience preferred. ●Previous work experience in a chatbot space is a huge plus. Benefits ● Remote First Policy ● Comprehensive Insurance Policy ● A chance to have a huge impact early in your career